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Email Notifications aren't received anymore

Melanie Hubert

Dear Atlassian Team,

1.me and my colleague suddenly don't recieve mails anymore, when colleagues mention us in tickets or changes or update our created tickets, no email is sent to us.

2. when I send some filtered view via email to registered colleagues or msyself, they never arrive.

This worked completely fine untill 2 weeks ago, but now this is really missing.

Our settings look like this

Screenshot 2023-01-25 155817.png

Thanks a lot for help and a solution.

Kind regards

Melanie

Accepted answers

Andy Heinzer

Hi @Melanie Hubert

I found that there were suppressions against several accounts from your domain. They had a bounce error and a timestamp of

550: 550 Address invalid (ID:550:1:1 (mi024.mc1.hosteurope.de))	2023-01-12T10:17:26+00:00

I have removed the suppression from our side. You should be able to receive new notifications now.

Regards,

Andy

Melanie Hubert

Thank you so much, for the quick solution, Everything works fine for our accounts again :-) best regards from Germany.

Melanie Hubert

Hi @Andy Heinzer,

one of my colleagues (tobias broens) suddenly has the problem again, he doesn't receive any mails from bit bucket und JIRA since the beginning of February. I guess it could be the same problem, that he already had at the end of January. Could you investigate again for us.

Thanks in andvance for your help.

Melanie

Melanie Hubert

Hi @Andy Heinzer

unfortunately, three of my colleagues don't receive BitBucket or JIRA email notifications again,

Tobias Broens :since 13.04.2023

Lara Schlede: since beginning of May

Ibrahim Erel: since beginning of May

Please can you please take them vom the blacklist again.

Thanks for yor help.

Melanie

All comments

Trudy P Claspill

Hello @Melanie Hubert

It is possible your email address has been blacklisted. I have alerted Atlassian Team members to take a look.

Andy Heinzer

Hi @Melanie Hubert

I found that there were suppressions against several accounts from your domain. They had a bounce error and a timestamp of

550: 550 Address invalid (ID:550:1:1 (mi024.mc1.hosteurope.de))	2023-01-12T10:17:26+00:00

I have removed the suppression from our side. You should be able to receive new notifications now.

Regards,

Andy

Melanie Hubert

Thank you so much, for the quick solution, Everything works fine for our accounts again :-) best regards from Germany.

Melanie Hubert

Hi @Andy Heinzer,

one of my new colleagues suddenly has the same problem, he doesn't receive any mails from bit bucket und JIRA since 17th of February. I guess it could be the same problem, Could you investigate again for us.

Thanks in andvance for your help.

Melanie

Andy Heinzer

Hello @Melanie Hubert,

I found a single user on your domain with a suppression on it. The response had this info associated with it:

550: 550 Address invalid (ID:550:1:1 (mi001.mc1.hosteurope.de))	2023-02-16T14:22:00+00:00

I have cleared this suppression from our side. If this problem persists, please let us know the exact email address that person is using and I can investigate this further.

Thanks

Andy

Melanie Hubert

Thank you so much again for your quick solution and help @Andy Heinzer.

We tested it and it works again. Your helo and service is really outstanding.

Best regards and have a nice day.

Melanie

Melanie Hubert

Hi @Andy Heinzer,

Thanks in andvance for your help.

Melanie

Andy Heinzer

Hi @Melanie Hubert

I was able to remove the suppression for that account. Unfortunately my logging does not go back far enough to understand why that account first saw a bounce message in the first place. If we can learn more about that, it would help us to understand why this problem is reoccurring for some users.

Melanie Hubert

@Andy Heinzer thanks again so much, It works fine. I passed your information to my CEO who will try to have a look at our email server, whether he sees any detection. Kind regards from Germany. Melanie

Melanie Hubert

Hi @Andy Heinzer

unfortunately, three of my colleagues don't receive BitBucket or JIRA email notifications again,

Tobias Broens :since 13.04.2023

Lara Schlede: since beginning of May

Ibrahim Erel: since beginning of May

Please can you please take them vom the blacklist again.

Thanks for yor help.

Melanie

Andy Heinzer

Hi @Melanie Hubert

I have removed those suppressions, each of those accounts you mentioned had a bounce error with this same message

2023-05-02T11:25:31.000Z

d14f625b-5a62-4bbf-8cab-2b7e8029b8af

pullrequests-reply@bitbucket.org

l***********@greenware.de

bounce

550 Address invalid (ID:550:1:1 (mi018.mc1.hosteurope.de))

I hope that helps.

Andy

Lisa Labitzke

Hi @Andy Heinzer,

unfortunately I have the same issue. Could you check my account too, please?

Regards,

Lisa

Andy Heinzer

Hi @Lisa Labitzke

I found there was a bounced message to your account:

2023-05-25 08:33:17.148

li********@g********.de

bounce

550 Address invalid (ID:550:1:1 (mi015.mc1.hosteurope.de))

This likely caused our system to add your email address to a suppression list we maintain. I have removed your email from that list. You should now be able to receive notifications again.

Cheers,

Andy

Melanie Hubert

Hi @Andy Heinzer,

unfortunately my colleague (Ibrahim Erel) an I (Melanie Hubert) don't receive emails anymore. Could you check our accounts too, please?

Best Regards,

Melanie

Andy Heinzer

@Melanie Hubert

I found both accounts had a suppression on them. I have cleared this for both accounts and all users on your domain. I found the following bounce responses for each account:

2023-06-14T09:24:08.000Z m*************@g********.de bounce 550 Address invalid (ID:550:1:1 (mi016.mc1.hosteurope.de))

2023-05-25 08:33:17.149 i**********@g********.de bounce 550 Address invalid (ID:550:1:1 (mi015.mc1.hosteurope.de))

This is information I recommend that you share with your mail admin. When our services receive a bounce of this nature (Address invalid), that address is added to the suppression list and in turn we will not continue to attempt to send mail to that address. I suspect there might be a problem with your mail host or possibly the DNS MX records, as your mail server shouldn't provide this kind of response if in fact the account is still valid. I suspect that the response we are seeing is from another mail service on your domain, where you account doesn't exist.

By the nature of DNS MX records, the lowest record is always tried first. If that host doesn't respond, then our mail server will move on the next host in the MX entry. It is mostly a hunch, but if that other mail server is without inboxes for your accounts, it could be generating this kind of response anytime we try to send a mail to your account and your mail hosting service appears to be temporarily offline or unavailable.

I hope this helps.

Andy

Lindy van Uden

@Andy Heinzer Can you help me as well? Our entire company is suffering with not receiving e-mail notifications when in comment.

Andy Heinzer

Hi @Lindy van Uden

I found that at least one user on your domain had a recent message bounce back with an error message of

550 5.4.1 Recipient address rejected: Access denied. [AMS0EPF000001A5.eurprd05.prod.outlook.com 2023-12-19T07:38:16.946Z 08DBFD4676D20138]

This kind of error is something that outlook can be configured to prevent. Please see our guide over in https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108 this way you might be able to prevent this kind of error in the future.

I have also cleared the suppressions for your domain.

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